
Min Ho Kang
@minhokang
CX Operations Team Lead at TDCX Malaysia who scaled case throughput 3x while improving QA accuracy and automating reporting.
What I'm looking for
At TDCX Malaysia, I manage a team of Korean-language agents supporting a mobile gaming client. As the team scaled, handled cases increased from 16,759 to 47,436 while QA pass rate improved from 91.1% to 93.4%.
I built a leave management system, a sick leave tracker, and a real-time KPI dashboard from scratch. I also automated the account’s weekly QA and CSAT reporting pipeline with Python and pptxgenjs.
At Teleperformance Thailand, I trained new hires for a 100+ agent operation and served as Master Calibrator across markets. I designed and delivered global QA calibration training to more than 100 participants, and supported a pilot travel-industry account from workflow setup through performance reporting.
Experience
Work history, roles, and key accomplishments
Team Lead — Mobile Gaming Client, Korean Market (KR CX/QA)
TDCX Malaysia
Sep 2025 - Present (1 year)
Directly manage a team of 12 Korean-language agents, overseeing QA operations, performance management, and reporting. Scaled team throughput ~3x while improving quality metrics and built operational systems and reporting pipelines.
Trainer / Master Calibrator
Teleperformance Thailand
Jul 2024 - Jul 2025 (1 year)
Delivered new-hire training and onboarding for a 100+ agent operation, served as Master Calibrator aligning QA scoring standards, and designed global QA calibration training for 100+ participants.
Handled customer support for hotel and accommodation bookings across phone, email, and live chat for the Korean-language market. Recognized as a top-performing agent by touchpoint volume and resolution rate.
English Instructor
CREVERSE
May 2022 - Jul 2023 (1 year 2 months)
Delivered instruction across Reading, Listening, Writing, and Speaking, including standardized test preparation for young learners. Conducted 1,000+ hours of instruction and consulted with parents on student progress.
Conducted market research and survey data collection for major global clients across consumer electronics, entertainment, and home goods sectors. Analyzed survey data and built client-facing presentations.
Freelance Translator (KR-EN)
PARKSA Translations
Nov 2019 - Sep 2021 (1 year 10 months)
Provided Korean-English translation and interpretation services on a freelance basis, covering document and spoken translation. Translated 150+ student academic documents for study-abroad applications.
Sergeant, Military Police
KATUSA (Korean Augmentation to the United States Army)
Feb 2017 - Nov 2018 (1 year 9 months)
Served as official Korean-English communication bridge between US Army and Republic of Korea Army leadership. Translated official communications and documentation under strict compliance protocols.
Education
Degrees, certifications, and relevant coursework
Korea University
Bachelor of Arts, Sports Business & Sports Science
2016 - 2022
Earned a Bachelor of Arts in Sports Business and Sports Science from Korea University, with studies spanning 2016 to 2022.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Salary expectations
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